Courier company · Orders

Order details

Editing, status actions, cancelling and restoring, orders awaiting approval, delivery photos and signature, price breakdown and the tracking link on the order page.

The order details page shows everything about a job in one place. Open it by clicking the order number in the Orders list.

What is on the page?

• Top section: status, the Round trip label if applicable, courier, payment method and reference number. Next to it are the actions available in that status.
• Source: where the order was created: Panel (staff), Portal (customer), API (the customer's integration), E-commerce, Bulk import or Legacy system. It never changes afterwards.
• Parties: sender, pickup point if any, and recipient, with address, district and region. Use SMS next to a phone number to send that person a single SMS.
• Parcels: each parcel's barcode, description and when the courier scanned it at pickup and at delivery. Print labels from here; see Parcels and barcode labels.
• Status history: every status change with its time and courier. Rows marked "offline" were done while the courier had no connection; the time shown is the phone's time.
• Photos: pickup/delivery photos taken by the courier and the recipient's signature. Under each photo you see when and where it was taken; see Photo proof.
• Price: service fee, waiting, weight, bridge, manual adjustment, VAT and Total. Lines that are zero are hidden.
• Recipient rating: when recipient rating is on, the recipient's score and comment on a delivered order, or the link status; see Recipient rating.

Step by step: editing an order

1. Click Edit. The button only appears while the order is in the pool or with a courier (not yet picked up).
2. Make your changes; the price is recalculated.
3. Click Save changes. The old and new totals are written to the status history.

Step by step: cancelling and restoring

1. Click Cancel, enter the Cancellation reason and click Save.
2. If you cancelled by mistake, Restore puts the order back in the pool; the courier assignment and job steps are reset.
3. For a delivered order, first click Undo delivery; the order returns to "Picked up".

Orders awaiting approval

If Orders require approval (partner) is ticked on a customer's card, orders that customer creates in the portal start as "Awaiting approval". They are also listed on the Awaiting approval card on the Operations screen.

• Approve: the order goes to the pool.
• Reject: enter a reason; the order is cancelled and the reason is sent to the customer.

Good to know

• Once the courier has scanned a parcel, the parcels cannot be changed when editing; the other fields can.
• When an order paid with prepaid credit is cancelled or rejected, the amount is refunded to the customer's prepaid balance automatically; it is charged again if the order is restored.
• Editing does not change the courier; use Assign to another courier for that. The round-trip type of a job already with a courier cannot be changed.
• An order whose charge is marked as paid under Charges cannot be edited; undo the payment first.
• With Add photo you can choose a type (Pickup, Delivery, Signature, Other) and upload a JPEG, PNG or WebP file (up to 8 MB). An order can have at most 10 attachments.
• To require a signature on delivery, use Couriers › Courier settings. This rule only applies to deliveries the courier makes in the app.
• Tracking link gives you a link you can send to the customer; no sign-in is needed. It shows the status, estimated delivery and, while the shipment is on the way, the courier's location; recipient details are not shown. The link closes 48 hours after delivery or cancellation.

Orders that require a delivery code show a Delivery code card, and orders with location checks show a Location checks card; for resending the code, unlocking, delivery without code and location exceptions see Delivery code and location check.

Having trouble?

• There is no Edit button: the order has been picked up, delivered or cancelled, or you are not allowed to edit orders.
• There is no Cancel button: the order is delivered (undo the delivery first) or awaiting approval (use Reject).
• A conflict error when saving: the order was updated elsewhere while you were editing; refresh and try again.